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Andres Marin MirandaAM
Open to opportunities

Andres Marin Miranda

@andresmarinmiranda

Experienced customer service professional with a strong technical background.

Costa Rica
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What I'm looking for

I am looking for a role that values customer service excellence and offers opportunities for professional growth.

I am a dedicated professional with extensive experience in customer service and technical support across various industries. My journey began in hospitality, where I honed my skills in providing exceptional service at Paradisus Melia Playa Conchal and Royal Caribbean cruises. Over the years, I transitioned into roles that demanded a high level of technical expertise, including my time at Bank of America and DXC Technology, where I managed real-time monitoring and scheduling for multiple accounts.

Throughout my career, I have developed a strong foundation in communication and problem-solving, particularly in high-pressure environments. My role as a quoting analyst at VMware allowed me to leverage my advanced Excel skills while ensuring customer satisfaction through accurate and timely quotes. Additionally, my experience as a fraud analyst and interpreter has equipped me with the ability to navigate complex situations and provide support to diverse clientele. I am passionate about delivering quality service and continuously improving processes to enhance customer experiences.

Experience

Work history, roles, and key accomplishments

VM

Quoting Analyst

VMware

Feb 2021 - Dec 2023 (2 years 10 months)

Generated quotes for existing upgrade customers, utilizing advanced Excel knowledge for daily reports. Monitored agent quality and managed case queues to ensure efficient operations.

OC

High Risk and Fraud Analyst

Online Casinos

Nov 2018 - Oct 2019 (11 months)

Identified and prevented fraud in online betting sites globally through thorough research and analysis. Ensured secure transactions and protected the integrity of the platforms.

DT

WFM Specialist

DXC Technology

Dec 2016 - Mar 2018 (1 year 3 months)

Monitored agents in the WFM department, managed schedule distribution, and forecasted for various accounts. Ensured agents handled incoming calls efficiently and made adjustments to meet SLA goals.

DM

Technical Support Agent

Dialogue Marketing

Jan 2014 - Oct 2016 (2 years 9 months)

Delivered technical support for Grass Valley products, resolving customer issues related to routers, switchers, and other equipment. Ensured efficient problem resolution and customer satisfaction.

SM

Technical Support Agent / Trainer

Sykes for AT&T Mobility

Oct 2009 - Nov 2013 (4 years 1 month)

Provided technical support and billing assistance to US customers for AT&T mobile devices. Progressed from agent to floor support, trainer backup, and team manager backup, demonstrating leadership and training capabilities.

BA

Loan Counselor

Bank of America

Jun 2008 - Sep 2009 (1 year 3 months)

Provided financial counseling to customers experiencing difficulties with mortgage payments, improving their financial literacy and stability. Enhanced customer service skills by addressing sensitive financial situations with empathy and expertise.

RC

Bartender

Royal Caribbean Cruises

Dec 2006 - Oct 2007 (10 months)

Provided exceptional bartending services to a diverse international clientele, enhancing customer satisfaction. Engaged with guests from various countries, demonstrating strong interpersonal and communication skills.

Education

Degrees, certifications, and relevant coursework

LT

Liceo Experimental Bilingüe La Trinidad

High School Diploma, General Studies

Completed secondary education, earning a high school diploma in 2004.

UL

U Latina

Not Completed, Psychology

Undertook studies in Psychology at U Latina, but did not complete the program.

CI

Cisco

Modules Completed, Networking

Completed four Cisco modules, enhancing knowledge in networking and related technologies.

Tech stack

Software and tools used professionally

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